ComplaintsforE Dreams, LLC

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been booking flights a lot since I just got Edreams. Recently reference: ***********, and the manage booking page confirms that "1x carry on- included" on this trip. This was advertized during the booking process. Also in the booking process, I was never asked if I could add a carry on. That is because the carry on was already supposed to be included.Before the flight, I made sure that ****** defined carry on the same and would accept the bag.When my partner got to the airport using the same cabin bag he had used on all his prior flights, we were charged $54.23 to check that bag. Nothing about that bag changed. Edreams customer service advertized including a carry-on, and then booked a cheaper flight that DID NOT INCLUDE THE ***** BAG PROMISED. I just got off the phone with *************************** in customer service. He was rude and condescending, and dead wrong about what I booked vs. what I got. I have been to 45 countries and planned hundreds of trips. I know what a personal item is, and all about baggage policies and terms. I have attached proof showing that manage booking listed a "carry on" as included. The purchase page for the flight had a tag advertising it was included. I have attached proof that ****** agrees with this policy. ******'s website says: "1 carry-on bag up to 8kg and dimensions up to 56cm X 45cm X 25cm that can be stored in the overhead bin." The customer service rep was repeating to me many times that only a bag that fits under a seat is a carry-on. This is false. This bag complied, but Edreams lied. Aegean used the word "carry on" just like Edreams did on the manage booking page. I have booked a lot on Edreams within the last few weeks, and was prepared to book some more. Looks like they can't handle the amount of travel I do, and don't want the profits. My partner and I fly many times a month. I wish this service was better and stood by what they promise in the manage booking page, so I could trust them to use them more.

  Business response

  07/11/2024

  Dear Ms. ******,

  Thank you for contacting eDreams. 
  

  After receiving your claim, our team thoroughly analyzed your booking.

  Please note, our website is directly linked to a platform updated directly by the airline. The airline in question refers to a small bag as 'cabin baggage' with dimensions of 40cm25cm20cm.
  However, upon generation of our booking confirmation, it automatically classifies it as a small bag, as these dimensions align with the classification of a small bag in both the ** and **************
  We fully comprehend the confusion and inconvenience this discrepancy may have caused, and have escalated the matter with the airline to seek immediate clarification and resolution. 
  
  In the meanwhile, we have initiated a private correspondence with you outlining a proposed solution. We kindly request your prompt consideration and response to this correspondence.
  
  Best regards,
  eDreams - Travel Experience Team 
  

  
  

  Customer response

  07/20/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  They admitted their advertising "cabin baggage" included and not selling the carry on luggage option made me infer they included it. i have since bought many flights from them in the last week and a half. 

   

  Too bad their first customer service responder was such a horrible, condescending, disrespectful person. At least one of them attached to this complaint could be reasonable and value me as a customer. 

  
  Sincerely,
  
  *******************************

• Initial Complaint

  07/08/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On December 15th 2023, I was invited to have a free one-year trial on E Dream's prime membership. At the same time, the company issued me a $75 voucher for me to use on any booking of $76 or more. Earlier this month, I tried to book a flight using the voucher. After putting in the details and applied the voucher, I got the error message that the payment has an issue. However, none of the cards I used had any pending charge. I immediately reached out to E Dream. The agent told me that it was not a payment issue but an inventory issue of the specific flight, and asked me to try again after ***** hours when the original booking expired. Today, I tried again and the voucher remains unusable. When I called again, I was told that my prime membership is not active, which is false information as I had 159 days remaining on my membership. The agent was adament that I am not eligible to use this voucher at all. As a result of the unfriendly agent, I decided to cancel the auto renewal of my prime membership as it hasn't provided me with any value. I find it troubling that the business would give a voucher that is not usable and falsely denied my benefits as an active prime member

  Business response

  07/15/2024

  Dear **************, 
  
  Thank you for contacting eDreams.
  
  First of all, we sincerely apologize for the experience you have had with us thus far, as our main goal is our customers satisfaction.
  After receiving your claim, our team thoroughly analyzed your booking.
  
  Upon reviewing your case, we have identified that an isolated technical glitch caused the vouchers not to be reverted correctly after your recent booking attempt.
  We have forwarded the case to our technical team to prevent it from happening again, and we apologize for the inconvenience this has caused you.
  
  In order to amend the issue, we have sent you a private correspondence with a $100 USD voucher for your next booking with us.
  
  Once again, we would like to apologize for your experience. We hope that the voucher shall go in some way to restore your confidence in us.
  
  Kind regards,
  eDreams - Travel Experience Team

  Customer response

  07/15/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  07/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  - Bought flights via Edreams from ****** to ****** on October 4th, 2023 for $805.02 - The airline (******) canceled those flights on November 22, 2023 - I requested a refund from Edreams on November 24th, 2023 and was informed it would take up to 30 days - after 30 days with no refund I reached out and was told it would take another 30 days - I have been contacting them every couple of months, only to get the same response that it would still take another month or so - it has now been over 7 months and I still have not received a refund

  Business response

  07/11/2024

  Dear ************, 

  Thank you for contacting eDreams.

  First of all, we sincerely apologize for the experience you have had with us thus far, as our main goal is our customers satisfaction.
  Once an airline authorizes a refund, it can take several months for it to be processed and sent to us. However, in your case, we recognized the delay was unusually long, and we are truly sorry for any inconvenience this may have caused.

  We took the matter seriously by escalating it with senior management and regularly following up with the airline in order to expedite the refund process.
  After escalating the case, it has been confirmed that we received your refund on July 10, 2024. It has now been processed to the card used to make the booking.

   Please allow 5-7 working days for the bank entities to transfer funds between them.

  In order to further apologize for the inconvenience, we have sent you a private correspondence with a $50 USD voucher for your next booking with us.
  

  Once again, we would like to apologize for your experience. We hope that the refund and the voucher shall go in some way to restore your confidence in us.
  

  Best regards,
  eDreams - Travel Experience Team 
  

  
  

  Customer response

  07/11/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  06/26/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We booked a ticket with edreams.net on June 16'2024 with Air India in Premium Economy going from ********* to *************, via ********* for July 9th. Air India has cancelled the flight that has Premium Economy on June 20 and changed it to a flight with Economy class only. We cannot travel in Economy and we are requesting a refund so that we can book on other dates and Edreams is not able to provide the refund even after repeated calls. When contacted Air India they said this has to be done via online agency only as they hold the ticket.Edreams should close their business and should be tagged as fraud company as this is highly unacceptable that the class that was booked was changed and the refund is not being provided.

  Business response

  07/01/2024

  Dear ************************,
  
  Thank you for contacting eDreams.
  
  Please note that eDreams serves as an intermediary between customers and suppliers, facilitating bookings while adhering strictly to the policies and timelines established by the respective suppliers.  The operational responsibilities primarily lie with the supplier, in this case, Air India. The airline is unable to offer Premium Economy seats on this specific flight due to an aircraft change. For this reason, Air India has downgraded your Premium Economy ticket to Economy class.
  
  To address this matter, we have contacted Air India on your behalf, and they have provided us with three options for you:
  
  
  1. Travel in Economy class and receive a refund of the fare difference.
  2. Be rebooked on the next available flight with Premium Economy.
  3. Request a full refund of the flight.
  
  We have sent you a private correspondence regarding this issue six days ago and are currently awaiting your response to proceed with your preferred option
  and ensure a swift resolution.
  
  Kind regards,   
  eDreams - Travel Experience Team
  
  

  Customer response

  07/13/2024

   
  Complaint: 21903256
  
  I am rejecting this response because:

  1. Edreams_flexible_ticket_policy_purchased for $471.05 and they are not Providing Refund for this.

  2. If the airline itself cancels the flight, how can you provide the service of date changes?
  
  3. How can you make a service fee that you can't provide as non-refundable ( In this case if the airline cancels the flight and ticket refunded where is the case for schedule changes?)
  
  4. There is no where in the email confirmation or the terms and conditions doc it was mentioned as non-refundable. Either in email or Terms or Conditions or while buying ticket

   

  
  
  

  
  
  Sincerely,
  
  ***********************************

  Business response

  07/22/2024

  Dear Ms. **********,

  Thank you for contacting eDreams. 

  As you have been in touch with our **************** team, our agents have cancelled your booking as indicated and the airline has refunded you for the tickets directly to the card ending in 4143. 

  eDreams have also refunded you for the products bought and service fees, a total of 471.05 USD, as a gesture of goodwill. 

  Should you require any further assistance or have additional queries, please do not hesitate to reach out to us. We remain fully at your disposal and committed to ensuring your satisfaction.
  

  Kind regards,

  eDreams - Travel Experience Team

  Customer response

  07/22/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  06/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been chasing eDreams for almost a year now to no avail, so I unfortunately have to resort to BBB complaint. I had been a customer at ********************** before and had chosen to purchase my tickets for a trip in August 2023, order #*********** again through them, but based on their handling of this matter, I will never buy tickets from them, ever. Before the trip I was diagnosed with bronchitis and COVID-19, so my family unfortunately was not able to make the trip. I contacted the airline (Japan Airlines) and eDreams, submitted my medical certificate, verified by the airline that I was eligible for a full refund. They directed me to eDreams, telling me eDreams had to release my funds. I then contacted eDreams, and what they would tell me is I need a confirmation from the airline, which the airline had already given me. Since then, I had been contacting eDreams for MONTHS on whether they got the confirmation from the airline, but the every time the answer was that the airline was out of reach, which I of course then asked the airline - airline says they never got a message from eDreams. I even suggested eDreams a three-way call to resolve this matter, which they said was not feasible and that I should just wait for the airline to confirm...which eDreams never even initiated the contact. It has been almost 10 months waiting from eDreams, and I have been exhausted from all the back and forth calling. I even created a credit card dispute on this, because it seemed impossible to obtain a refund from eDreams directly. However, I still needed a refund notification from eDreams to complete my dispute, which then all circled back to having to wait to hear from eDreams, taking a couple more months...it is exhausting. I sincerely request a full refund as per allowed by the airline guidelines, or at least permit an issuance of refund so I can talk with my credit card company.

  Business response

  06/25/2024

  Dear **************, 

  Thank you for contacting eDreams.
  
  We have raised the refund request with Japan Airlines back in 2023 when we received your medical records. Since then, we have been waiting for the airlines response. Please note that eDreams serves as an intermediary between customers and suppliers, facilitating bookings while adhering strictly to the policies and timelines established by the respective suppliers. The operational responsibilities primarily lie with the supplier.
  
  Despite our regular efforts to escalate the case, the airline did not respond to the refund application until now. They have now requested additional documentation: a medical record explicitly stating that you were unfit to travel.
  
  We have sent you a private correspondence for you to provide us with the requested documentation.
  
  Please respond at your earliest convenience so we can promptly forward it to Japan Airlines and expedite your refund process.
  
  Kind regards,
  eDreams - Travel Experience Team 

• Initial Complaint

  06/17/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This complaint is in connection with the flight booking made with edreams, a flight booking website (***************************************) on Saturday the 14th of June 2024 (***** AM, EST) from ***** to US and back, travelling from ***** on 23rd June. After the booking was made, it was noticed that a mistake was made with regards to the dates. The booking was with Air India. The Air India policy on cancellation clearly states that for ***** and US travel frere cancellation is allowed within 24 hours, as stated under Change / cancellations are permitted free of charge for up to 24 hours from the time of booking provided the change/cancellation is done for up to 7 days prior to the first leg of departure.. I felt that the whole online booking operation was a scam for the following reasons.1.Refusal to honor the stated air India policy about free cancellation and ticket changes within 24 hours.2.Refusal to provide business address so that I can report the scam to BBB. The agent asked me look on the website and I found the one, a subsidiary company, not authorized to do business in ** 3.Giving a phone number which is not possible to contact.4.Absence of any telephone contact on their travel website.5.Deliberate lying and making misleading statements on the chat, the only way to contact them. This was in relation to cancellation within 24 hours and unauthorized charges.In view of this, I am referring the matter to be investigated by cybercrime department and instruct the company to stop doing business in the ****I gave no blanket authorization for the company either to save my credit card details or charge. This is fraud. I am attaching the relevant message screen shots. I request BBB to investigate and ask the company to cancel the ticket and make a full refund as per the airline policy and the law. The total is 2,599.95+449.8, which is *******.

  Business response

  06/21/2024

  Dear Mr. ************* **************,
  
  Thank you for contacting eDreams.
  
  First of all, we sincerely apologize for the experience you have had with us thus far, as our main goal is our customers satisfaction.
  
  Please note, for any queries you have regarding your booking, you can use our help center found at **********************************************************.
  In addition, you can contact us by telephone on +1  **********, or if you are a Prime member you can contact us exclusively on *************.
  
  After receiving your claim, our team thoroughly analyzed your booking.
  Unfortunately, our agent experienced an isolated technical glitch with the booking platform we share with the airline when you first requested the refund, which is why you were initially referred to Manage My Booking to cancel your booking.
  Following that, since you requested a schedule change instead of a cancellation, our agents were unable to process the refund.
  
  However, on this occasion as a gesture of goodwill, and taking into consideration that you requested the cancellation first and within 24 hours, we have cancelled and refunded your booking.
  
  Please allow 5-7 working days for the bank entities to transfer funds between them.
  
  We hope that this resolution demonstrates our commitment to customer satisfaction and helps restore your confidence in us.
  
  Kind regards
  eDreams - Travel Experience Team 

  Customer response

  06/21/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Basavana Gouda ******

• Initial Complaint

  06/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  1. They do not observe US traval laws that allows peaple to cancel a purchased airticket within 24 hours. 2. they issue me a fake airline confirmation number, and airline doesn't recognise.3. they several strange amount additional charges on my credit card that we'd never talked to, or with billing email information. The bank noticed those fraudulant charges and asked me to cancel my credit cards.

  Business response

  06/18/2024

  Dear Mr. ********************* you for contacting eDreams.
  
  Following a thorough investigation into your case, we have determined that your airline confirmation numbers were indeed correct and issued correctly.
  Unfortunately, your flight with Egyptair could not be confirmed by the airline.
  You were notified of this immediately, and you were refunded within 24 hours.
  
  With regard to your flight with ****** Airlines, we received your cancellation request and our team had reached out to the airline with the refund application. The feedback we received from the airline was that you wished to continue with the flight and had managed a schedule change directly with them.
  We now know that you took this flight, therefore a refund is not applicable. Please see attached for correspondence with the airline confirming this fact.
  
  We can also confirm that no fraudulent charges were made to your account; you did however opt into a 30-day free Prime membership in order to receive a discount.
  
  When opting in to Prime membership, you are joined by 6 million members who enjoy the benefits of exclusive discounted fares, prioritized and personalized customer service channels available 24/7, as well as many more exclusive offers and promotions.
  
  Please note, it is not possible to make the payment for your booking without choosing Yes or No to Prime membership.
  
  When you received your booking confirmation email, you also received an email titled 'Welcome to Prime', which detailed the terms and conditions of your membership.
  The below was specified to let you know that you would be charged after 30 days if we did not receive a cancellation request from you:
  
  Your paid membership will start on 06-05-2024 at $*****/year. Cancel anytime online or call *************. You can only ever have one Prime free trial in eDreams, Opodo or GoVoyages.
  Terms and conditions
  
  As we did not receive a cancellation request from you, we attempted to charge ***** USD Jun 5, 2024.
  
  However, on this occasion as a unique gesture of goodwill, we have now cancelled your membership and no charges will apply.
  
  We hope this information has gone some way to resolve your query.
  
  Kind regards
  eDreams - Travel Experience Team 

• Initial Complaint

  06/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing to express my extreme dissatisfaction and frustration with the handling of a request for a travel voucher (Case Number: *******). Despite multiple assurances from eDreams representatives, I have yet to receive any resolution to this matter, which has been ongoing for over a month now.Since initiating my complaint, I have exhausted all possible channels of communication with the company, including phone calls, emails, and chat conversations with various representatives. Regrettably, each interaction has only led to empty promises and further delays, leaving me in a state of disappointment and inconvenience.I have been repeatedly assured, on at least 10 occasions, that the voucher would be issued promptly, yet it has failed to materialize. As a direct result of this delay, the price of the flight I intended to book has significantly increased, doubling in cost. This escalation in price can be attributed solely to the inefficiency and failure of eDreams to deliver on its promises in a timely manner.It is imperative that eDreams acknowledges the impact of its actions on its customers and takes appropriate measures to rectify the situation.Despite numerous assurances that my case has been escalated and prioritized, I have yet to receive any meaningful response or resolution.As a loyal customer and a Prime member, I expect a certain level of service and promptness in addressing my concerns. I insist on the prompt issuance of the coupons to which I am entitled, as a gesture of goodwill and acknowledgment of the inconvenience and distress caused by this prolonged ordeal.

  Customer response

  06/12/2024

  Hello this is NOT a duplicate complaint I am filing a different complaint. Please review the documentation provided. 

  Business response

  06/14/2024

  Dear **********************, 
  
  Thank you for contacting eDreams.
  
  After reviewing your claim, we understand that you have concerns regarding the vouchers you have been sent for being a Prime member. 
  
  Our technical team conducted a thorough analysis of all the vouchers issued to you and found the following:
  One voucher was used for booking reference *********** on February 27, 2024, which provided a $70 USD discount on your booking.
  You later canceled this booking on March 29, 2024, and received an 80% refund under our Cancel for Any Reason Guarantee. As per policy the voucher used for the booking cannot be refunded.
  
  All other vouchers that have been sent to you have been extensively tested and are active for your use.
  
  Please note that these vouchers are subject to certain conditions and can only be applied to the types of bookings detailed in the voucher email.
  
  We hope this information has gone some way to resolve your query.
  
  Kind regards,
  eDreams - Travel Experience Team 

• Initial Complaint

  06/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I made a flight booking through edreams, and they illegally used my payment method for that flight to sign me up for a yearly membership. When I called to point out the error I was not given a refund.

  Business response

  06/12/2024

  Dear ********************,
  
  Thank you for contacting eDreams.
  
  You made a booking with us (booking reference number ***********) March 8, 2024.
  During the booking funnel, you opted into a 30 day free Prime membership in order to receive a discount.
  
  When opting in to Prime membership, you are joined by 6 million members who enjoy the benefits of exclusive discounted fares, prioritized and personalized customer service channels available 24/7, as well as many more exclusive offers and promotions.
  
  Please note, it is not possible to make the payment for your booking without choosing Yes or No to Prime membership.
  
  When you received your booking confirmation email, you also received an email titled 'Welcome to Prime', which detailed the terms and conditions of your membership.
  
  The below was specified to let you know that you would be charged after 30 days if we did not receive a cancellation request from you:
  "Your paid membership will start on 04-07-2024 at $*****/year. Cancel anytime online or call *************. You can only ever have one Prime free trial.
  Terms and conditions."
  
  As we did not receive a cancellation request from you, you were charged ***** USD on April 07, 2024.
  
  When you first contacted our **************** team to cancel your Prime subscription, our agents understood that you wished to continue with the membership once they explained the many benefits of Prime to you.
  
  However, on this occasion, as a unique gesture of goodwill, we have now cancelled your membership and refunded you the subscription fee.
  Your refund of the remaining $44.99 has been processed to the card you used for the booking. 
  
  Please allow 5-7 working days for the bank entities to transfer funds between them.
  
  Kind regards, 
  eDreams - Travel Experience Team

  Customer response

  06/21/2024

   
  Complaint: 21825495
  
  I have proof that this is not true:
  
  "When you received your booking confirmation email, you also received an email titled 'Welcome to Prime', which detailed the terms and conditions of your membership."
  
  I did not receive the "welcome to prime" email until the day after the 30-day trial expired, making it impossible for me to cancel a trial I had no idea I signed up for. It is incredibly deceptive to not send a "welcome to prime" email immediately after supposedly signing up for this free trial. 
  
  Further, during the booking, I believe the page was refreshed when the payment method entered intially did not go through and the website automatically registered a "yes" to the question of whether I wanted to sign up for a prime membership when I resubmitted the payment information. 
  
  Sincerely,
  
  *********************************

  Business response

  06/26/2024

  Dear ********************,
  
  Thank you for contacting eDreams. 
  
  We have had your booking journey analyzed by our technical team and they have confirmed that your 'Welcome to Prime' email was sent 17 seconds after your booking confirmation. 
  
  Also, there was no refresh during your booking journey. It is not possible that you were able to purchase your booking without choosing to become a Prime member. A customer must select Yes or No to this option before payment in accordance with ** regulations. 
  
  You have been refunded accordingly as a gesture of goodwill and your membership cancelled. 

  We hope this has gone some way to resolving your query. 

  Kind regards,

  eDreams - Travel Experience Team

• Initial Complaint

  06/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased more expensive ticket to be able to change a date in case I need to. I wasnt honered that. I am requesting refund for at least unused portion of my flight. Because now I have to purchase new tickets and dont have extra money for it. I have family emergeny which doesnt allow us travel today!

  Business response

  06/10/2024

  Dear **************,
  
  Thank you for contacting us regarding your recent booking with eDreams.
  
  After reviewing your claim, we understand that you have concerns regarding the Flexible Travel Dates Guarantee you selected.
  Please note, the exact wording of the Flexible Travel Dates Guarantee policy as well as where to find the detailed Terms & Conditions on our website during the booking process is shown in the image attached.
  

  Before you chose the Flexible Travel Dates Guarantee option, you were invited to check the Terms & Conditions, which clearly state that the rebooking must be made no later than 24 hours before the departure time of the outbound flight. If you rebook your ticket later than that, the Flexible Travel Dates Guarantee will not apply. 
  
  It's important to emphasize that the details and Terms & Conditions of the Flexible Travel Dates Guarantee were clearly visible during the booking process, as shown in the attached image, and had to be accepted before proceeding to pay for the tickets. These terms outline the extent of flexibility. For clarity, please also see the attached document, which is the same that was presented to you during the booking process. 
  
  We hope this information has gone some way to resolve your query.
  
  Kind regards,
  eDreams - Travel Experience Team 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩